Summary
Manages a team of Customer Relationship Management - Customer Success individuals who build post-sales relationships with customers to drive and increase adoption and utilization of company products. Manages identification of opportunities and closing of additional revenue from assigned clients, including upselling and cross-selling of related products/services, client renewal and retention results. Incumbents at the Director and Senior Director level typically manage other Customer Relationship Management - Customer Success managers. Incumbents at the Manager level may manage only individual contributors. Provides both management and technical leadership. Leads the strategic development of the Customer Success function, addressing business requirements and goals. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. This is a management level family; individual contributors should not be matched to these roles.

Scope

• Responsible for outcome of work performed by direct reports within sub-function, ensuring sub-functional processes are continuously improved
• Begins to develop and communicate strategic objectives to achieve sub-function results
• Establishes sub-function policies and practices that drive function success

Problem Solving

• Works on highly ambiguous problems where analysis of situations or data requires an evaluation of intangible factors
• Partners in developing solutions, working to identify alternative procedures for best path forward

Discretion and Impact

• Decisions consistently impact short- and long- term goals for sub-function operations, begins to inform decision making at director and senior director levels
• Faulty decisions will result in critical delay(s) in schedules and/or sub-function operations and may jeopardize overall business activities
• Begins to exercise independent judgment in methods, techniques, and evaluation criteria for obtaining sub-function results

Collaboration and Interaction

• Interacts with senior functional managers; may begin to have exposure to Operational Leaders
• Collaborates across sub-function, adapting style and beginning to influence by using persuasion when delivering recommendations
• Consistently aware of global nuances across sub-function, adapting message and style to drive results

Supervision

• Directly or indirectly manages multiple teams/sub-function of professional-level employees and/or managers
• Models and provides leadership examples for organization
• Full people management responsibility including hiring, exiting, annual performance and pay reviews; continues to share expertise across teams

Knowledge

• Experienced manager with advanced knowledge in a specialized field and broad understanding of related areas
• Typically, Bachelor’s degree with 8 years related experience, or Master’s degree with minimum of 6 years related experience, or PhD with 4 years related experience
• Minimum 3 years direct people management experience preferred, including supervisory experience of entry-level managers and/or established individual contributors

Why Join Workiva

Workiva is the platform designed to bring confidence, control, and a competitive edge to the world’s most complex organizations. Our AI-powered platform unifies finance, risk, and sustainability on a single, secure foundation—ensuring data is trusted, traceable, and ready to act on. With an unbroken path from source to output, leaders gain confidence in their numbers, visibility into current and emerging risks, and the ability to move with speed and precision in a constantly changing world.

At Workiva, you’ll bring technology to market that executives, boards, and regulators depend on. The work you do here helps organizations navigate uncertainty, maintain trust, and make decisions that stand up to scrutiny. If you’re energized by meaningful challenges, inspired by collaborative teams, and motivated to help organizations turn uncertainty into advantage, we’d love to meet you.

Workiva is an Equal Opportunity Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation.  Employment decisions are made without regard to age, gender identity, race, religion, disability status, sexual orientation, or any other protected characteristic.  

Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email [email protected].

Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.